All-In with Chamath, Jason, Sacks & Friedberg #AIS: The Lanby's Tandice Urban on solving healthcare's customer service problem
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Jun 1, 2022 
Tandis Urban, co-founder of The Lanby, dives into the pressing issue of customer service in healthcare. She reveals why healthcare feels so frustrating, linking it to the traditional employer-sponsored model. Urban shares insights on enhancing patient experiences by borrowing strategies from the hospitality industry. The conversation also tackles alarming trends in healthcare costs and life expectancy. Additionally, she advocates for better mental health integration within existing frameworks and emphasizes the importance of nutrition literacy in improving population health.
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Misaligned Incentives in Healthcare
- Patients tolerate subpar healthcare service due to misaligned incentives.
- The current system prioritizes employers and insurance companies over patients.
Impact of Bad Service on Healthcare
- Bad service leads to patients deferring treatment, impacting preventative care.
- This avoidance results in higher healthcare costs and preventable deaths.
Borrowing from Hospitality
- Healthcare providers should adopt hospitality industry principles.
- Focus on clear communication, empathy, and patient empowerment.